Stephanie Hancock

Stephanie Hancock is an experienced professional in quality assurance and customer outcomes, currently serving as the Customer Outcomes & Quality Manager at NewDay since June 2014. In this role, Stephanie leads the Quality and Performance Team, ensuring the team's capability and motivation to evaluate customer interactions in alignment with NewDay's Quality Framework. Previously, Stephanie held positions as a Conduct Assurance Specialist and Quality Assurance Specialist, where responsibilities included overseeing enterprise risk assurance activities, enhancing customer service quality, and delivering impactful insights to improve operational controls. Prior to NewDay, Stephanie gained experience at Capita and Direct Line Group, focusing on quality assurance and fraud prevention in insurance claims. Educational qualifications include a BTEC National Diploma from Park Lane College and 9 GCSEs from Horsforth High School.